Service Desk Analyst Ii

CPS Energy, established in 1860, is the largest community-owned provider of electric and natural gas services in the United States. Serving over 950,000 electric and 389,000 natural gas customers in San Antonio and neighboring counties, we are committed to delivering safe, reliable, and affordable energy solutions. CPS Energy has generated significant economic impact for San Antonio, contributing $9.6 billion in revenue to the city over the past 80 years. As a trusted community partner, we prioritize job creation, economic development, and education while pursuing our Vision 2027 strategic plan to support transformational change in the region. Our dedicated workforce is deeply engaged in volunteerism and community-focused programs that benefit our customers.

Role Description

This is a full-time, on-site role for a Service Desk Analyst II located in San Antonio, TX. The Service Desk Analyst II is responsible for providing advanced technical support for IT systems and applications. Day-to-day tasks include troubleshooting and resolving hardware, software, and network issues; monitoring service-related incidents; documenting and escalating complex technical problems; and ensuring prompt and accurate communication with end-users. The role will foster collaboration with cross-functional teams to improve service delivery and identify new solutions for technical challenges.

Qualifications

• Proficiency in troubleshooting and resolving technical issues related to hardware, software, and network systems
• Strong skills in customer service, communication, and end-user support
• Experience with IT ticketing systems, incident management, and escalation processes
• Knowledge of IT infrastructure, system updates, and software installations
• Ability to work independently and as part of a team in an on-site environment
• Bachelor’s degree in Computer Science, Information Technology, or related field is preferred
• Relevant certifications such as CompTIA A+, ITIL Foundation, or similar are a plus